Renewals

One of the most routine things we do in the call centre is renew a policy. We do many renewals each day. Customers even ring in if their policy is on automatic renewal, even though we send out documents a few weeks before renewal telling them it will be automatically renewed. Here’s a few of the more memorable calls:

CUSTOMER: I’ve had a letter. Am I through to the right place?
ME: I don’t know. Maybe if you tell me what the letter is and why you are calling I might be able to answer that question.

CUSTOMER: I want to speak to HR about my renewal.
ME: You want to speak to Human Resources about your renewal? They employ people. They don’t know anything about your policy.
CUSTOMER: Well I need to speak to them about my renewal. Or somebody at least.

ME: The policy will automatically renew next year unless you tell me differently.
CUSTOMER: Does that mean I get a year free?
ME: No.

CUSTOMER: Here’s my card number. Just renew my policy.
ME: How about giving me your address first so that I know what I’m renewing and who I’m renewing it for.

CUSTOMER: I’ve had my renewal and I just wanted to let you know that I’m posting my cheque tomorrow.
ME: Thank you for letting me know. Sorry you had to wait in a call queue for 10 minutes to tell me. Unfortunately we have a lot of people phoning today for no reason.

CUSTOMER: I’ve had my renewal. It’s gone up by 33.4%. What do you say about that?
ME: It hasn’t gone up. It’s the same price as last year. Check your bank statement.

No business can continue without customers. But us agents would certainly have more peace of mind without them.

Are You Listening?

When customers phone us they often have an idea of what we are going to say, or more often an idea of what they want us say. Sometimes it can take several minutes before we can get through to the customer with the actual facts. Here are a few examples:

ME: Your policy was renewed at the end of November, but payment will be requested at the end of December because you pay a month in arrears.
CUSTOMER: Has payment been taken yet?
ME: No. Payment will be requested at the end of December.
CUSTOMER: Why hasn’t the payment cleared? It’s not on my bank statement.

CUSTOMER: I went to the bank to pay the renewal but they said they couldn’t do it. They told me to call you.
ME: We don’t have the facility to pay at the bank. You can renew over the phone by debit/credit card or direct debit. Or send a cheque/postal order in the post. Would you like me to renew it for you now?
CUSTOMER: Yes. I don’t have a credit card.
ME: I can do it on direct debit for you.
CUSTOMER: I want to pay cash at the bank.

ME: Next year your policy will be renewed automatically unless you tell me you don’t want that to happen.
CUSTOMER: Does that mean I get a free years cover?

ME: I need the policy holders permission before I can discuss the policy details with you.
CUSTOMER: Oh. But when is it due to be renewed?
ME: I need the policy holders permission before I can discuss the policy details with you.
CUSTOMER: Well it’s due for renewal on 5th of December, so can you renew it now and I’ll pay for it?

Listening is an art it seems.

Margaret Road Wednesbury WS10 7QT 07505067286 naturalmatrixtherapy@outlook.com By appointment only, so please contact me to discuss available times.